Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/23/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 23rd I was googling to find out the time of my son's football game, *************************** **********************************. One of the top ****** searches was a company advertising streaming the high school game. I am not one to fall for scams but it appeared to be a reputable website and I searched around the website a bit and it seemed legitimate so I subscribed. They have two packages, one per month at $13 and some change and one for an annual membership for over $75. I elected to use the monthly subscription. I sat and watched a black screen with a countdown to game time. I thought it odd that the camera wasn't on showing the field pregame but anxiously awaited it coming on. At game time (7:30 pm) it switched to a black screen with an error "Please stand by. This event is produced by an automated camera that is experiencing technical difficulties. Due to these technical difficulties, this event will not be streamed. We are aware of the issue and apologize for the inconvenience." I waited for a bit more but eventually went to other sporting events advertised on the website, all with the same error message. I then backed out and went to ******. All reviews are one star and complaining of the same issue. I used their "Chat" option and requested a Refund and they have a "NO REFUNDS" policy. Convenient considering they offer no services. This company should not be allowed to scam people like this and should be blocked online. One reviewer said they continued to charge his card for months. I will be vigilant with monitoring my card charges but it is disgusting to take advantage of parents that just want to see their kids play when they are out of town.

  Business Response

  Date: 08/27/2024

  Hi *******, 

  Thank you for sharing your experience with the NFHS Network. We understand how important it is to stay connected to your childs events, and were sorry that you encountered technical difficulties during your son's game. Weve reviewed your account and have taken the necessary steps regarding your subscription.

  We are committed to improving our services and ensuring a better experience in the future. If you have any additional questions or need further assistance, please feel free to reach out to our customer support team. We value your feedback and are here to help.

  Best, 
  ************ 
  Voice of the Customer Program Manager

• Initial Complaint

  Date:08/20/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Billed $11.99 for 10 months after I cancelled and did not use the service. Was refunded only 1 month. No billing statement or receipt was sent via email or otherwise during those 10 months.

  Business Response

  Date: 08/21/2024

  Hi ***, 

  We sincerely apologize for the inconvenience and appreciate you bringing this to our attention. I have reviewed the support ticket you submitted and have taken appropriate action in response to your concerns. Your feedback is important to us, and we are committed to addressing any issues to improve our service.

  If you need any further assistance or have additional questions, please feel free to contact our customer support team directly.

  Kind Regards, 

  ************
  Voice of the Customer Program Manager 

• Initial Complaint

  Date:08/01/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've unsubscribed plenty of times from nfhs network and their ignoring it. I've also sent an email with no response back. They feel that they don't have to abide by rules. There's no cs number to call and their **** never respond to emails. I had this same issue when i was subscribed. Complaints need to be filed on them with ftc for fraud since they refuse to cancel subscriptions.

  Business Response

  Date: 08/02/2024

  Hi ******, 

  Thank you for bringing this to our attention. We apologize for the frustration you've experienced with your NFHS Network subscription. I'm having some trouble locating the support tickets you mentioned using your email provided. However, if you reach out to our support team at **************************************** with your subscription details (name, email address, and the 11-digit character code following NFHSNETWRK from your bank or credit card statement), I'll ensure our team prioritizes your request to resolve this as soon as possible.
  
  Best Regards,

  **********
  Voice of the Customer Program Manager 

  Customer Answer

  Date: 08/02/2024

  I use to have a subscription i don't anymore. I try to opt out from the emails and i keep getting them. I'm 100% sure my name and email is on your system. I sent a screenshot of the email i received and it also shows my email address. It has gotten so bad that i've marked them as spam. It shouldn't be that hard to remove my email address from your marketing emails. Your unsubscribe button is broken so that's not working for me.

  Business Response

  Date: 10/23/2024

  Unfortunately, Im unable to locate any support tickets or account details associated with your name and email address. To assist you more effectively, I kindly ask that you reach out to our support team at ******************************************************************************************************. Please include your full name, email address, and any relevant details about your subscription, such as the 11-digit character code following NFHSNETWRK from your bank or credit card statement. If your concerns are related to email subscriptions, please also include any screenshots from NFHS Network emails that you may have received. This information will help us prioritize your request and resolve this matter promptly.

  Business Response

  Date: 10/23/2024

  
   Unfortunately, their email isnt in our system so we dont have a way to screenshot it. We also have many other accounts come up with the name ****** ******, so Im unable to provide a screenshot of the list of emails we have there. None contain ************************************************************. I have provided a screenshot showing we do not have the email in our database of users. I have also verified with marketing that this email does not exist in our database there as well. Im not seeing the screenshot the customer is referring to, but if we were able to get a screenshot of the full email, with the email address it was addressed to and received from, that would help us dig in more.

  Customer Answer

  Date: 10/23/2024

  I provided the email address along with a screenshot of course there's not one under my ******************* address. Whatever other ****** Parkers that's coming up with ******************** belongs to me. I just deleted an old email from y'all. I been unsubscribed since my kids no longer are in high school playing sports going on 2 yrs. If you look att he profile i was clearly subscribed to ************** varsity basketball. Please remove my info once and for all. You assumed it was under my other email although i have giving y'all my ******************** one this whole time. 

  Business Response

  Date: 10/28/2024

  Hi ******, 

  I appreciate your continued patience as we work through investigating your case and the emails you have been receiving. Upon further review, we are not seeing your email associated with any accounts in our system (screenshot attached). Additionally, I see this issue has been escalated in the past and we have confirmed your email ***************************** has been removed from all marketing communications from the NFHS Network. It would be helpful if you could provide screenshots of the full email, including in the screenshot the recipient and sender email address, so that we can dig further into this for you. 

  Thank you again for bringing this to our attention and we apologize for any inconvenience this has caused. 

  Best, 
  **** *.

• Initial Complaint

  Date:07/30/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Nov. 20, 2021, I wanted to watch my grandson's last high school game and had to sign up for a one month subscription to do so. The company automatically renews every month if you do not cancel so I know I cancelled because that was the only game I wanted to see. Their web site shows the last time I watched a game was on that Nov. 20, 2021. I just noticed on my last credit card statement a monthly charge of $11.99 and found out I have been billed every month since Nov. 20, 2021. I never check my credit card statement because it usually contains almost 100 charges for everything including takeout, supermarket, gas, coffee. Duringthe past three years, I have been billed $358. I contacted NFHS last week and they will only credit me for the past four months ($48) even though their system shows I watched only one game. They said I would have to prove that I cancelled my subscription in 2021 which I have no way of doing. I see other customers have filed a complaint with you because they were continually billed long after they cancelled with NFHS which indicates the company doesn't always record cancellations.

  Business Response

  Date: 07/30/2024

  Dear *****,

  We sincerely apologize for the inconvenience and frustration you experienced regarding your subscription. We understand how important it was for you to watch your grandsons last high school game and acknowledge your concern about the billing of our subscription services.
  
  Thank you for bringing this matter to our attention. We have reviewed your case and escalated the issue internally. We have also been in direct communication with you through our support team. Please be assured that we are working diligently to resolve the issue to your satisfaction.
  
  Our team is committed to providing excellent customer service and ensuring that our billing processes are transparent and fair. We are also taking steps to prevent similar issues from occurring in the future.
  
  If you have any further questions or need additional assistance, please do not hesitate to contact our support team directly at ****************************************.
  
  Thank you for your patience and understanding.

  Sincerely, 
  ************ 
  Voice of the Customer Program Manager

  Business Response

  Date: 07/30/2024

  Dear *****,

  We sincerely apologize for the inconvenience and frustration you experienced regarding your subscription. We understand how important it was for you to watch your grandsons last high school game and acknowledge your concern about the billing of our subscription services.
  
  Thank you for bringing this matter to our attention. We have reviewed your case and escalated the issue internally. We have also been in direct communication with you through our support team. Please be assured that we are working diligently to resolve the issue to your satisfaction.
  
  Our team is committed to providing excellent customer service and ensuring that our billing processes are transparent and fair. We are also taking steps to prevent similar issues from occurring in the future.
  
  If you have any further questions or need additional assistance, please do not hesitate to contact our support team directly at ****************************************.
  
  Thank you for your patience and understanding.

  Sincerely, 
  ************ 
  Voice of the Customer Program Manager

  Customer Answer

  Date: 08/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thanks so much for getting me a full refund.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have tried and tried to cancel this. Their way of cancelling is terrible ! I will never use them again. Buyer beware!

  Business Response

  Date: 10/14/2024

  Hi there, 

  Thank you for sharing your feedback, and Im sorry to hear about the difficulty you faced when trying to cancel. We recognize that this complaint was submitted some time ago, and were just now getting the chance to follow up. I do see that this issue was resolved shortly after your initial request, but we understand how frustrating the process can be and appreciate your patience.
  
  If you have any other concerns or need further assistance, please dont hesitate to reach out. Were here to help!
  
  Kind Regards, 
  **** *. 
  Voice of the Customer Program Manager, ******************** 

• Initial Complaint

  Date:05/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In Jan, 2024 I went online and signed up for monthly subscription on the NFHS Network website. I was charged $11.99 on my credit card for the month of Jan. I paid it. Then in mid Feb I went on the websie and cancelled and the website showed I had cancelled. But NFHS has kept billing ever since. I got an email from NFHS telling me my subcription was cancelled on 3/28/24. This is hard to deal with them because their number on my ccredit card b ill is a nonworking number. And my computer was hacked and it was hard trying to email them. I have called a customer service number that was on ****** but they keep telling me that they are not the customer service **** for NFHS but they will give them messae to call me. Well, someone named **** called my tghis morning. I was not able to get to the phone in time as I have to use a ****** to mover. He told me to email him at ****************************************** Which I tried to do agin , it is difficult for me as I am visually impaired and have to use zoom on my compputer. I just want them to quit charging me for FEB, Mar and April . and drop the charges of $35.97.I hope you can help me with this as NFHS is difficullt to deal with since they don't have an accessible customer service ****.

  Business Response

  Date: 10/15/2024

  Hi ******, 

  Thank you for bringing your concerns to our attention, and I apologize for the delay in addressing your issue. I understand how frustrating billing matters can be, and I appreciate your patience as we worked to resolve this.
  
  Im pleased to inform you that your subscription was successfully canceled in March, and the charge for February had been refunded. You should not see any further charges on your account.
  
  If you have any additional questions or need further assistance, please dont hesitate to reach out. We're here to help!

  Kind Regards, 
  **** *. 
  Voice of the Customer Program Manager, ******************** 

• Initial Complaint

  Date:05/01/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive canceled the subscription streaming service for NFHS Network on 24 Feb 2024 and received email confirmation confirming this. Yet the NFHS Network continues to charge our credit card for monthly services; Feb, ************* 2024

  Business Response

  Date: 10/15/2024

  Hi ****, 

  Thank you for reaching out and for your patience while we address your concerns. I apologize for the delay in getting back to you regarding your subscription.
  
  I see that your annual renewing subscription was successfully canceled on February 7, 2024, in which our support agent also issued a refund. However, I'm seeing a monthly charge in late Feb 2024 for a monthly subscription which was cancelled shortly after. After reviewing your account, I do not see any charges for March and April, which suggests that your cancellation was processed correctly.
  
  If you are still noticing any discrepancies or if there are specific charges you would like us to investigate further, please reach out to our support team. They may need additional details to assist you better, and were here to help resolve any issues you may have.
  
  Thank you for your understanding. 
  
  Best regards,

• Initial Complaint

  Date:04/29/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I subscribed to this sports streaming network on 11/20/2023 at a rate of ***** per month. They were to provide high school sports coverage from multiple schools. Since the onset, 75% of the games advertised have not been broadcast due to technical issues. There is no customer service other than a bot or email which is answered by an automated system. I am unable to cancel or get a refund for the lack of service.

• Initial Complaint

  Date:03/20/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  NFHS Network has designed an impossible labyrinth of "customer service" to navigate. Not only does the self identified "Lead" of ****************** not thoroughly review complaints made and responds with "baked" answers that are not related to the problem, but further, neglects a response at all for weeks on end after repeated contact.I am seeking a refund of a recurring subscription that was not clearly packaged or communication to be one. Having carefully organized screen grabs of the consumer experience, identifying some of the challenges and blockers for the consumer, and outlining recommendations, my information was disregarded entirely and my request neglected.Even after having canceled the service I did not intend or know I was subscribing to, the company failed to acknowledge that cancellation and had to revisit it again one month later. It is poor practice and at my expense (time, money).Some of the highlights of the problematic experience and reasoning for invitation of refund, including BUT NOT LIMITED TO:1. No receipt of the initial transaction provided to user.2. Welcome email called receipient a member and prompted to upgrade to subscriber - leaving the recipient to believe thay were not subscribed and only to have NFHS charge subscription fees monthly thereafter.3. The current consumer flow disclosures and terms are blocked by forced cookies, impeding the ability of the user to understand the initial terms of the "subscription."4. Cookie Policy Lacks Opt-Out I am, simply, seeking a refund for services never rendered, never intended to sign up for, and some misleading communications around it. This is more than $33. It is about driving for accountability and better business practice - especially when your own "customer" is taking time to be thoughtful and meaningful, the courtesy would be to deliver the same.

  Business Response

  Date: 10/18/2024

  Hi *******, 

  Thank you for bringing these issues to our attention, and we sincerely apologize for the delay in addressing your concerns. We understand how frustrating this situation has been and regret that the experience did not meet your expectations. Weve reviewed your case, and Im happy to confirm that the remaining charges have been refunded as requested. 
  
  We appreciate the time you took to outline your challenges and suggestions. Feedback like yours is invaluable, and we're committed to improving our processes to provide a better experience for all our users.
  
  If you have any further questions or need additional assistance, please dont hesitate to reach out directly at ***************************************** Were here to help, and we appreciate your patience throughout this process.

  Kind Regards, 
  **** *. 
  Voice of the Customer Program Manager, ******************** 

  Customer Answer

  Date: 10/21/2024

   
  Complaint: 21463373
  
  I am rejecting this response because it does not address the proper steps for resolution - ie. refund, explaining how the business is changing its process to ensure it doesnt have legal conflicts, et al.  It still demands accountability.

  I reached out directly to the executive team with legal positioning and sincere recommendations on how to improve. They issued a refund, therefore, this has been technical resolved; but my effort for details in the process that exposes the company on a greater level, were not answered for.
  
  Effectively, this is closed. But the process to get there was disappointing - having to contact BBB before the company would respond. Having to escalate to a CEO before getting a proper response. And even when the issue was a higher risk for the company that I was trying to point out, not just about a refund.

  Best wishes forward.

  Sincerely,
  
  ******* ******

  Business Response

  Date: 10/23/2024

  Hi *******, 

  Thank you for your continued feedback, and I sincerely apologize for the challenges youve faced. I recently joined NFHS Network as the Voice of the Customer Program Manager, and I want to assure you that your feedback, along with that of other customers, is being taken seriously and shared with our internal teams. Your concernsparticularly regarding our subscription process and customer serviceare invaluable in helping us identify areas for improvement.
  
  While I understand your refund has been processed, I recognize that your experience involved more than just the financial aspect. One of my key priorities is to gather and address customer feedback to drive meaningful improvements in both our product and overall customer experience. The issues youve identified are under review to ensure we provide more transparent, accessible, and reliable service moving forward.
  
  If you have any further questions or suggestions, please dont hesitate to reach out. Thank you for your patience as we work to improve based on your valuable input.

  Best Regards, 
  **** *. 
  Voice of the Customer Program Manager, ******************** 

• Initial Complaint

  Date:03/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 14, 2024 I subscribed to the NFHS Network through my Roku to use their services to watch a game that was advertised as being available. The game was to be played on March 16, 2024. I logged in to my account and the program was listed as available and when I went to watch it it would not load, and then for awhile it would say the even has been delayed, which it had not as I was able to hear the audio from a different, FREE site. At some point they just removed the listing all together. So I essentially subscribed to a service that gave me absolutely nothing for $12.89. I contacted customer service that day who wrote me back 3 DAYS LATER and said they were working on the issue, which at this point is useless as the event ended days prior. I wrote back and said that I would like a refund because their service did not work as advertised. They said I had to request a refund through Roku, who A) doesn't give refunds and B) their service worked fine, the ********** and worked, it is the **** service that did not work, AT ALL. They get to keep my money and not produce what what was advertised or what was payed for.

  Business Response

  Date: 10/23/2024

  Hi ***********, 

  Thank you for your patience, and I sincerely apologize for the delay in addressing your concerns. I completely understand how disappointing it must have been when the event you subscribed to watch wasnt available as expected, and Im sorry for any inconvenience this caused.
  
  While **** manages the refunds for subscriptions made through their platform, we want to make sure you feel valued as a customer. I see you also had a subscription with us about a year ago, and as a courtesy for the issues you experienced, Ive processed a refund for that previous subscription.
  
  Your feedback is incredibly important to us, and were using it to work on improving both our billing and subscription processes, as well as the reliability of our service. If you have any further questions or concerns, please dont hesitate to reach out. Were here to help and committed to making things right.
  
  Thank you again for sharing your experience and for your understanding as we continue to improve the NFHS Network.

  Kind Regards, 
  **** *. 
  Voice of the Customer Program Manager, ********************